Technical Operations Analyst

The Technical Operations Analyst performs the following job functions (but is not limited to):

• Advanced troubleshooting of IT issues related to network access, active directory, file and print services, and end user computing systems.

• Participate in project efforts typically related to network and server enhancements/installations, computer hardware and software updates, security-related implementations, and similar efforts, working closely with project lead or other key project personnel.

• Assist with User equipment deployment and collection as related to onboarding and offboarding processes.

• Document and track workload using Service Now ITSM ticketing tool.

• Analyze and monitor system performance and capacity and make recommendations to improve efficiency and/or throughput.

• Analyze and resolve complex end-user computing issues and if necessary, coordinate resolution across different technical teams.

• Work with the business to select systems, hardware, or software to meet business requirements. Oversee implementation, and provides post-implementation end-user support and maintenance.

• Collect business requirements and develop functional specifications for documentation and training

• Support, enforce, and participate in development or modification of computer policies while understanding the business impact of said policies. Communicate policies to users and other stakeholders as needed.

• Work with end-users and technical experts at all levels, actively building trust with customer base, IT peers, and external partners.

• Actively work with peers and leadership to ensure user support and requirements are met.

• Document and update Knowledge Base for any missing systems software, and processes.

• Complete all assigned duties in an accurate and efficient manner.

This position requires a minimum of one of the following:

• Bachelor's degree in IT plus three (3) years of experience or equivalent on the job experience.

KNOWLEDGE AND EXPERIENCE

• Troubleshooting experience and technical knowledge of end user devices including laptops, desktops, mobile phones and other network connected devices.

• Experience configuring and deploying PC hardware, software, and related products.

• Experience with network connected devices a plus, including handheld/vehicle mounted devices, PLCs, IoT or other IP based equipment.

• Experience configuring and installing wired and wireless network devices

• Experience with Hardware Rack installation and connectivity.

• Experience with cybersecurity principles, especially relating to end user device use.

• Experience with core software applications, such as Microsoft Office, SharePoint, and Teams., + Proven analytical and creative problem-solving abilities.

• Excellent written, oral, and interpersonal communication skills.

• Strong customer service skills.

• Strong Time management and prioritization skills.

• Highly self-motivated and directed, with keen attention to detail.

• Ability to perform advanced troubleshooting and use resources to resolve issues and requests independently.

• Ability to conduct research into systems issues and products as required.

• Ability to communicate ideas in both technical and user-friendly language.

• Able to prioritize and execute tasks in a high-pressure environment.

• Ability to work in a team-oriented, collaborative environment.

• Ability to follow all safety requirements and work effectively in a production environment, + Responsibilities may require working evenings and weekends, sometimes with little advance notice.

• Will be required to work in areas with elevated noise levels and requiring adherence to PPE (personal protective equipment) guidelines at times.

• Sitting / standing / kneeling for extended periods of time.

• Ability to operate a computer keyboard, mouse, and to handle other computer or infrastructure components.

• Lifting and transportation of moderately heavy objects up to 35 lbs, such as computers, servers, Battery backups, and peripherals.

With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.

Community Engagement

At Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.

Training and Development

We offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through MyLearning. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program (Non-Union), and a Learning Management System that supports and enhances employee skills at all levels of the organization.

Why Choose Us? Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including foodservice, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs. Our Sustainability Commitment The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives.